Who can use this: Any team member
Available on: Gong Foundation
Ideal for: Sales rep, Sales manager, Business admin
Find solutions to common Account console issues, including access problems, missing fields, and incomplete data.
I can't access the Account console
Viewing the Account console requires a paid Gong seat and the Account permission on your permission profile. If you can't open the Account console or see only a limited view, one of these is likely missing.
Check each of the following:
Paid seat: Confirm you have a paid Gong seat. Collaborators (non-licensed users) can see the activity timeline. They don't have access to the other Account console features.
Permission profile: Ask your admin to check your permission profile in Admin center. The Account permission must be enabled under Pages for you to access the Account console.
Account access message: If the panel shows "You need permissions to access this account. If you think you should have access, contact your admin.", your "Accounts and contacts" access setting may not include that account. An admin can check it in the permission profile.
The Account console isn't loading
If the Account console shows an error, a blank page, or fails to load, the account may not have a valid Gong record, or the page may have encountered an error.
To troubleshoot loading issues:
Refresh the page and try again.
Try navigating to the account from a different entry point: search, a deal, or an Account board.
If the error persists across entry points and sessions, the account may not be synced to Gong yet. Contact your admin with the CRM Account ID.
Account details fields are missing or wrong
The fields in the Account details section of the Overview tab are configured by your admin. If fields you expect are absent or the layout doesn't match what others see, the cause is usually the published view configuration or a field type limitation.
Check each of the following:
Published view: Ask your admin whether the Account console view has been published for your workspace. Saved drafts are visible to all admins. Changes must be published before they appear for the team.
Multi-select picklist field: If a multi-select (multi-picklist) field is missing, this is a known issue. Multi-select fields are not currently rendered in the Account console even when added to the configuration.
CRM field not imported: If a CRM field is missing from the available field list when the admin configures the view, it may not be imported into Gong yet. Your tech admin can import it in the Data import tab of your CRM integration page in Admin center, under the Account object.
I can only see some deals, or no deals
Deal visibility in the Account console is permission-based. You may see all deals, a subset of deals, or no deals at all depending on your permissions, not a data issue.
Check each of the following:
Deals widget: If the Deals widget shows "Deals access restricted. You need permissions to view these deals.", ask your admin to check your deal access permissions in your permission profile. The Last recorded call card shows "Permissions required." when you lack access.
Some deals missing: Deal visibility follows your permissions; ask your admin to confirm your access.
Expected deal missing: If you expect to see a specific deal that isn't appearing, confirm the deal is associated with the correct account in your CRM and that your CRM has synced recently.
Deals page: Ask your admin to confirm the Deals setting in your permission profile includes Account.
The activity timeline seems incomplete
Activity appears in the Account console timeline after Gong has processed the interaction. Timing and integration gaps can cause recent activity to appear missing.
Check each of the following:
Activity type: Check whether the missing activity type is supported. The timeline shows calls recorded by Gong, emails tracked via your email integration, and CRM-synced activities. If an activity was not captured through one of these paths, it will not appear.
Processing time: Allow time for recent activity to appear. Calls, emails, and CRM updates take some time to process and sync. If a call just ended or an email was just sent, wait a few minutes and refresh.
Integrations: If emails or meetings are consistently missing, ask your admin to check your email and calendar integration in Admin center. A disconnected or misconfigured integration stops new activity from appearing.
Active filters: An active deal filter, person filter, or Calls only toggle can hide activity that exists but doesn't match the current filter. Remove all filters to see the full timeline.